Case Study: Glintt achieves 10-second average answer time and stronger remote customer service with Talkdesk

Glintt - Customer Case Study

Glintt, a multinational technology, support and consultancy firm of more than 1,100 employees that serves over 200 hospitals and clinics and 2,500 pharmacies, needed to modernize its contact center to support 24/7 End User and Application Support. Its legacy on‑premises system suffered outages, produced slow average speed‑to‑answer times (about 60 seconds), lacked visibility into agent availability and workflow, and did not meet the needs of remote agents across two Portuguese centers and home workers.

In April 2018 Glintt deployed the Talkdesk Enterprise Cloud Contact Center for roughly 100 agents across Lisbon and Oporto plus a dozen remote workers, gaining cloud reliability, real‑time reporting and better support for remote users. The switch cut average answer time to 10 seconds or less (down from 60), reduced missed calls, improved agent‑availability metrics for optimal staffing and achieved an 83% answered‑calls rate, with plans to integrate Talkdesk with its ticketing tool.

Glintt

Sergio Cruz

Support Services Director